Director of Customer Support For North America

Lehi, UT, USA | Adobe

  • Industry:
    Information Technologies
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    10-12 years
Job Description:
97 people have viewed this job

Are you looking to make an impact on behalf of the customers of one of the most well-known brands in the world We are looking for a Director of Customer Support to join our team! This executive will lead a Customer Support team and provide a premier experience to our Digital Media and Document Cloud customers in North America. Our business segment, which totals over $5B in recurring revenue globally, consists of small business customers ranging from fewer than 10 seats up to large enterprises with 10K+ seats. This individual will align and work closely with our customer success and sales organizations which requires a strategic and collaborative attitude.

The Role 

Build elite support delivery for the North America region using both in-house and partner agent models.

Evaluate the workforce to ensure we have the right skills, capacity, and quality to deliver business-grade support to our customers in the region.

Lead the team to develop delivery plans that improve customer experience and achieve higher value realization and customer happiness.

Work with CSM and other field teams collaborating to provide outstanding service to our customers

Work with Engineering to expedite the resolution of customer issues

Contribute thought leadership and standard methodologies, both internally and externally, around business transformation.

Attract, hire, and retain top talent for each functional role.

Actively lead meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability.

What is needed for success

10+ years of experience supporting large business customers and complex enterprises with subsidiary and agency models

Ability to develop positive relationships and establish clear boundaries with partners at peer and executive levels

Experience working with Engineering, CSM and Sales teams driving coordination and collaboration between the disparate groups

Proven ability leading and building high-performing teams passionate about continual improvement, process development, communication, and knowledge sharing

Ability to lead by influence and work effectively in highly matrixed organizations

Ability to think strategically, as well as tactically and to exercise good judgment in priority/goal setting

Curiosity, creativity, humility and not afraid to make mistakes

Technical capability to understand, explain and drive technical issues and discussions

A strong leader without ego who can encourage, empower, and lead a sophisticated organization

A builder; someone who can optimally lead a transformation across people, process, and technology

Emotional Intelligence to see things from multiple points of view